Rosenetta Atamata
Summary
Proven leader and connector across multiple functions in an organization. Drives business transformation, identifying opportunities and leading change. Ability to master applications quickly and adapt to dynamic working environments. Achieved Cisco’s Six Sigma Yellow Belt Certification for Continuous Improvement. Volunteered to serve as the Global Chief of Staff for Cisco’s Connected Black Professional and an ISO 9001 Internal Auditors. Completed Cisco’s Jump Women’s Leadership Program.
Overview
29
29
years of professional experience
Work History
Leader, Client Operations
Cisco Systems
01.2023 - Current
- Lead a team that drives improvement and efficiency in operational processes & client experience across the lifecycle; focusing on removing friction for stakeholders, improving productivity and ensuring positive experiences for internal and external clients
- Drive acceleration of business transformation thru integrating new architectures, solutions and platforms into Cisco’s operations engine
- Create business partnerships with internal stakeholders, customers and partners to drive operational excellence, customer satisfaction and internal/external productivity
- Driving strategic vision for team, setting measurable goals and driving accountability for execution
- Oversee day-to-day administrative, financial, people and procedural activities for team
- Develop, improve and transform the business through efficient and effective methods, implementing common management processes/services, and closed loop feedback
- Ensure alignment between the work of the team and Cisco’s strategic priorities and connecting the dots for team members
- Mentor team members and supporting their career development
- Cultivate an inclusive culture where team members from a variety of backgrounds, identities and experiences can contribute to their fullest
- Connect the dots, be responsible to understand different department and multi-functional teams’ business requirements and/or processes
- Demonstrate clear understanding of Cisco’s recurring revenue strategy including concepts like Annual Recurring Revenue, Renewals, Incremental Annual Recurring Revenue, Attrition etc
- Ability to clearly articulate and deliver value to the customer lifecycle and Customer Success concepts- buying, adopting, expanding, renewing
- Understand and recognize Cisco’s different Offer Monetization Models and subsequent offers available to Cisco’s customers
- Work in close collaboration with Cisco Sales Teams understanding the business requirements and advise on deal structuring
- Manage and execute the tasks required for E2E Lifecycle Deal Management utilizing a project management approach, in collaboration with multi-functional teams where appropriate
- Proactively communicate potential risks to stakeholders as you move through each stage of the deal lifecycle
- Acquire deep knowledge of the complex structure of each Software offer supported
- Ensure proactive and ongoing communication between internal multi-functional teams as well as our external customers and partners.
Client Operations Delivery Manager
Cisco Systems
01.2015 - 01.2023
- Lead operational readiness efforts for flexible consumption & annuity-based business models as part of the Buying Program Lifecycle Operations team
- Partner with Strategic Engagement Sales, Finance, Tax and Supply Chain teams to drive successful execution of deals end to end
- Lead process design and improvement projects to streamline, automate and improve productivity and stakeholder experience
- Mentor and guide colleagues to support skill and knowledge development
- Lead Agile rituals including daily stand-ups, retrospectives, and backlog reviews as the Team Facilitator
- Align to Cisco’s recurring revenue strategies through reporting, analysis, and impact awareness.
Customer and Partner Experience Advisor
Cisco Systems
01.2007 - 01.2015
- Managed deal activities proactively and engaged with sales account teams to ensure operational readiness
- Managed escalations and operational issues in partnership with supply chain, order management and logistics teams
- Collaborated with cross-functional teams to drive process improvements
- As team lead, provided operational guidance, coaching and training to team members.
Global Project Coordinator
Marsh & McLennan Companies
01.2004 - 01.2006
- Managed global network change requests, developed change reports, and provided project status and executive summaries to senior leadership
- Developed functional databases and processes for tracking telecom inventory to drive accuracy
- Led projects to reduce usage cost by negotiating service agreements with providers.
Senior Communications Analyst
Marsh & McLennan Companies
01.2001 - 01.2004
- Managed voice communications initiatives through strategic planning, vendor relationship and project management
- Led projects to reduce telecom expenditures through negotiating products and services contracts
- Reduced the annual spend on local and long-distance services by $130k and teleconferencing expenses by $450k, enhancing functionality with IP telephony and high-speed video systems.
National Telecommunications Group Manager
Marsh & McLennan Companies
01.2000 - 01.2001
- Managed the voice communications team responsible for telecommunications systems administration
- Led projects to reduced telecom expenditures through contract evaluation and negotiation
- Reduced annual cost of telecom lease and maintenance contracts by $600k through consolidation and reduced the annual cost on voice circuits by $96k, implementing SONET technology.
Voice Communications Specialist
Marsh & McLennan Companies
01.1998 - 01.2000
- Managed PBX, voicemail, call center, conferencing systems and all related telecommunication services.
Telecommunications Analyst
Safelite AutoGlass
01.1997 - 01.1998
- Analyzed telecom budgets, traffic studies and invoices for accuracy and cost reduction opportunities
- Participated in vendor service evaluations and coordinated the design, planning and testing of networks.
Operations Manager
Safelite AutoGlass
01.1996 - 01.1997
- Responsible for the call routing and workforce management plans for two 300+ seat call centers
- Managed the Operations Specialists responsible for call center support
- Accountable for call center service level goals, budgetary objectives, and call volume forecasting.
Education
Master of Science - Business Information Technology, Global Management, Security, Enterprise Infrastructure, Cloud Computing, Systems Analysis
DePaul University
Bachelor of Science - Information Technology, Computer & Web Programming, Data & Voice Networks, Project Management
University of Phoenix
Timeline
Leader, Client Operations
Cisco Systems
01.2023 - Current
Client Operations Delivery Manager
Cisco Systems
01.2015 - 01.2023
Customer and Partner Experience Advisor
Cisco Systems
01.2007 - 01.2015
Global Project Coordinator
Marsh & McLennan Companies
01.2004 - 01.2006
Senior Communications Analyst
Marsh & McLennan Companies
01.2001 - 01.2004
National Telecommunications Group Manager
Marsh & McLennan Companies
01.2000 - 01.2001
Voice Communications Specialist
Marsh & McLennan Companies
01.1998 - 01.2000
Telecommunications Analyst
Safelite AutoGlass
01.1997 - 01.1998
Operations Manager
Safelite AutoGlass
01.1996 - 01.1997
Master of Science - Business Information Technology, Global Management, Security, Enterprise Infrastructure, Cloud Computing, Systems Analysis
DePaul University
Bachelor of Science - Information Technology, Computer & Web Programming, Data & Voice Networks, Project Management
University of Phoenix
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